At Dendi, our mission extends beyond delivering advanced software solutions; we aim to address the all-too-common issue of poor software experiences within the diagnostics industry. We recognize that even the most sophisticated technology is, at its core, just a tool. Its true potential is unlocked only when implemented and utilized properly. Since lab operations and laboratory information systems are complex, successful onboarding is only possible with close customer engagement. This understanding shapes our approach: we prioritize not only the continuous development of the LIS platform but also ensure it is matched with continuous support to attain each lab’s specific goals. 

Jesse O’Campo embodies this ethos, bringing an invaluable blend of industry insight and a genuine commitment to our customers. He understands that in the dynamic world of clinical diagnostics, the success of our software hinges on our ability to provide the guidance and support necessary to fully leverage its capabilities.

Jesse O’Campo is a key figure at Dendi, bringing a wealth of experience from his extensive background in laboratory management. His expertise spans across various lab settings, from independent labs to expansive hospital laboratories. In this interview, we delve into Jesse’s role at Dendi and explore the vital contributions he makes in enhancing customer experience and workflow optimization through Dendi LIS.

Q: Describe your responsibilities at Dendi.

Jesse O’Campo: In simple terms, I’m like a bridge – connecting our software solutions to the unique needs of every laboratory. My role is multifaceted. I assist labs with onboarding onto Dendi LIS, offer comprehensive training for their staff, provide consultation, and strategize on workflow optimizations. It’s all about ensuring our clients fully leverage our system to streamline their processes and improve efficiency. For many of our customers, this involves regular check-ins as situations change all the time, especially as labs grow and require close management of additional integrations and workflows. You could say that I’m responsible for delivering white-glove service.

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“It’s no one’s full time job to switch lab systems.”

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Q: What are some common problems you assist customers with?

Jesse: The transition to a new system usually brings challenges such as integration issues, data migration complexities, and retraining for workflow changes. So my first task for new customers is usually to ease the fears they have by laying out a clear implementation plan. Many labs are not staffed specifically for LIS management, so I understand that it’s no one’s full time job to switch lab systems. I start by providing a lot of hand-holding during the initial onboarding, but they quickly find out that Dendi easily allows them to be self-sufficient. 

I draw upon my lab background to empathize with lab managers and work with them to accomplish the switch with minimal disruption. For example, with Prime Labs, amidst their acquisition and physical relocation, the lab technicians were overwhelmed. I helped them with compendium setup, customer accounts, data formatting, and coordinating with our instrument interfacing team. My goal is to make these transitions seamless and efficient, understanding that lab personnel are busy and have multiple responsibilities.

Q: How would you characterize your role?

Jesse: I’d describe myself as a helpful resource and a very approachable guy! But also, I’m a bit of a martyr in the sense that I’m often the first point of contact for urgent needs (and they’re always urgent). Oftentimes, I get to de-escalate these stressful situations when our customers know that I’m committed to getting things done, no matter how challenging. I’m someone who’s not afraid to get down and dirty with the details to ensure our clients’ success.

Q: What are your keys to success for implementing a new lab system?

Jesse: Successful onboarding is crucial. Labs need to dedicate time and resources to fully integrate with our system. This means setting up test menus and reports, and ensuring workflows are optimized. A common oversight is not utilizing features like the worklist or the documentation center effectively. My approach involves creating digestible flowcharts and providing training not only for our clients but also for their end-users, like how to create orders or manage accounts. It’s about understanding and documenting the granular workflows that are essential for their daily operations.

Q: What are the keys to ensuring a customer is getting the most out of the software?

Jesse: The key is engagement and continual follow-up. It’s crucial to ask if they are utilizing the full range of functions within Dendi to address their specific pain points. Even post-implementation, it’s important to ensure they are using the features effectively. I keep up with our customers, solicit their feedback, and take their suggestions to our product team for potential feature enhancements that benefit all our clients. It’s about staying connected and proactive in enhancing their experience with Dendi LIS.

Jesse O’Campo’s role at Dendi goes beyond mere technical support; he embodies the spirit of a true brand ambassador. His dedication and empathetic approach in solving complex lab challenges have not only advanced Dendi’s mission but also significantly elevated the operational success of their customers.